Technical Support Engineer, US (East Coast)Location: Remote -- US East Coast
Type: Full-Time
About the RoleWe are hiring an East Coast-based Technical Support Engineer to provide high-quality technical support to Ketch customers and partner closely with our Professional Services team on technical conversations, solutions, and troubleshooting during implementations. This role balances reactive support work with proactive engagement -- joining the services team in technical conversations and working directly with customers on technical solutions and troubleshooting.
This is a hands-on technical role. You will work directly with customer engineering teams, developers, and IT stakeholders to resolve complex technical issues across Ketch's platform. You will also support our PS team during customer implementations as the technical expert in the room.
This role reports to the Head of Customer Experience and partners closely with our US support, services, and engineering teams.
What You'll Do- Serve as a primary technical support resource for US-based customers on East Coast hours, owning ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration
>- Partner with the Professional Services team on customer implementations -- joining technical scoping calls, troubleshooting integration issues, and providing technical solutions to complex customer environments
>- Work directly with customer developers, IT teams, and data engineers to diagnose and resolve issues
>- Use tools like Postman to troubleshoot API calls, inspect requests/responses, and identify root cause
>- Investigate and resolve issues across JavaScript, HTML, CSS, and front-end behavior
>- Document fixes, known issues, and reusable solutions for the broader support and services teams
>- Provide hand-off and continuity coverage with the West Coast US team and the India support team
>- Escalate to engineering when appropriate, while owning customer communication and resolution timelines
>
What We're Looking For- 4+ years in a technical support, solutions, or implementation role at a B2B SaaS company (pure software -- not hardware, networking, or systems integration)
>- Strong working knowledge of JavaScript, HTML, CSS, and APIs
>- Comfortable using Postman or similar tools to troubleshoot API behavior
>- Experience administering or supporting SaaS platforms like Zendesk, Salesforce, or comparable
>- Genuine technical curiosity -- self-directed learner who digs into product, reads docs, and builds working knowledge of complex systems
>- Based on the US East Coast with the right to work in the US
>- Comfortable working independently in a startup environment with limited playbooks
>
Nice to Have- Exposure to privacy, consent, AdTech, MarTech, or data governance domains
>- Experience supporting customers through technical implementations end-to-end
>- Background in early-stage or startup environments
>
Information collected and processed as part of any job applications you choose to submit is subject to Ketch's privacy policy.
